As small business people, we spend a lot of our time putting out brush fires. When we arrive at work in the morning, we probably have in mind the things we hope to get done during the day. But five minutes later, our best customer calls with a problem or a key piece of machinery

We can help people with skills . . . to improve old ones or learn new ones. But it’s just about impossible to change their behaviors in any meaningful way. Yet we continue to waste time trying. Take the example of Bill, ace IT guy. He’s an electronics genius. There isn’t anything with a circuit